Customer Relationship Management practices by Mc Donalds- A case study

1. “One world, One Burger”- McDonald’s

2. WELCOME TO
THE WORLD OF McDonald’s
Group Members:
Number 5
RAVI SHARMA (24)
TATHAGAT MAHAJAN (30)
RAKSHIT PATEL (23)
KOYEL (12)

3. "McDonald's vision is to be the world's
best quick service restaurant
experience. Being the best means
providing outstanding quality, service,
cleanliness, and value, so that we make
every customer in every restaurant
smile."
McDonald's Mission Statement

4. ChakDe
INDIA
McDonald’s in India

5. CRM Initiative for Indians
• Localisation:
 DON’T OFFER ANY BEEF OR PORK ITEM
IN INDIA
 IN PRODUCT LIKE MCVEGGIE, PIZZA
MCPUFF ETC.THEY USE SPICES
FAVOURED BY INDIANS
 SOFT SERVES AND MCSHAKES ARE
EGGLESS
• Actively Involver in many social activities likegi
CHILD EDUCATION, PULSE POLIOiesetc.
McDonald’s History INDIA

6. I Love Children
I Have Gifts
For them,
They Can play
Games also

7. I Love Children- Happy Meal

10. • The ambience and the environment is same at
all the outlets of McDonald's.
McDonald’s Outlets

11. People
CRM for Internal Customres
• Each outlet is headed by a
Restaurant Manager . He is
responsible for the daily operation
and customer interaction.
• Delivery Crew Member carries
basic operation of a restaurant.
Ensures customer satisfaction at
the restaurants.
• In order to motivate there
employees they give them stars as
per their performance.

12. Physical Evidence
Cleanness, speed, Quality
and transparency of
process is biggest evidence

14. • They have a feedback And suggestion form available at
each outlet.
• For the techno savy Customers they have a online Feed
back form.
• All the upcoming product and related info are posted on
there website-
www.McDonald's.com
• Complimentary Drinks with every late order
delivery after 1 minute.
Extended CRM Initiatives

15. • At McDonald’s, the customer always comes first.
McDonald’s India provides fast friendly service- the
hallmark of McDonald’s that sets its restaurants apart
from others.
• McDonald’s restaurants provide a clean, comfortable
environment especially suited for families.
• McDonald’s menu is priced at a value that the largest
segment of the Indian consumers can afford.
• McDonald’s does not sacrifice quality for value – rather
McDonald’s leverages economies to minimize costs
while maximizing value to customers.

16. • The main effort of McDonalds’s service is to make
customer the whole sole beneficiary through its
stringent standards maintained all over the world.